Customer Service Call Center

Nikeisha Singh-Lawrence

Meriden, CT ***** 443-***-**** ******************@*****.***

PROFESSIONAL SUMMARY

Compassionate and results-driven healthcare and customer service professional with 5+ years of combined experience in patient care, call center operations, and administrative support. Skilled in delivering high-quality customer experiences, managing client needs and ensuring compliance with confidentiality regulations. Adept at multitasking, problem-solving, and building strong relationships in a fast-paced environment. CORE QUALIFICATIONS

● Patient Care & Daily Living Assistance (ADLs)

● Call Center Operations & Customer Service

● Remote Support & Telehealth Assistance

● HIPAA Compliance &Confidential Documentation

● Problem-Solving & Conflict Resolution

● Strong Communication & Interpersonal Skills

PROFESSIONAL EXPERIENCE

Remote Home health Aide The Homeaides Feb 2025 - Present

● Deliver compassionate, personalized care remotely, assisting with patient concerns and health updates.

● Maintain compliance with care standards through continuous training and accurate documentation. Remote Home Health Aide Deeper View Homemakers & Companions Services Oct 2023 – Present

• Identified and addressed client needs, developing personalized care plans.

• Documented health changes with 100% accuracy, ensuring HIPAA compliance.

• Assisted patients with safe transfers using gait belts and lifts, maintaining a zero-injury record. Home Health Aide Connecticut In-home Assistance Oct 2021 – Dec 2023

• Delivered daily care to 7+ patients, including ADLs, dietary needs, and medication reminders.

• Offered empathetic communication and resolved concerns promptly to ensure satisfaction. Worldwide BPO

Customer Service Representative Feb 2020 – Oct 2021

• Responded to 50+ customer inquiries daily via phone and email, providing accurate information on products and services.

• Resolved escalated issues with professionalism, achieving a 95% first-call resolution rate.

• Processed orders, handled billing concerns, and managed account updates with high attention to detail.

• Consistently met and exceeded performance metrics, including customer satisfaction scores. Personal Care Assistant The Gale House Sept 2020 – Sept 2021

• Assisted residents with daily care activities to promote well-being and comfort.

• Responded promptly to concerns, fostering a positive and supportive living environment. EDUCATION

University of the West Indies Mona, Kingston, Jamaica –

● International relations, minor in Management Studies Additional Training:

● National Youth Service, Jamaica – Training in customer service and business management

● New York and Connecticut- Home Health Aide certification REFERENCES

Available upon request

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